People Operations Lead - Remote

Who we are Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees. The EH Way At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.

• We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
• We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
• We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale
• We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission
• We Live by Our Values - we role model our values 100% of the time
• We Expect High Performance - we set a high standard and we’re not satisfied with being average

This role Reporting to the Head of HeroForce Service Delivery, the People Operations Lead (HeroForce) provides senior operational leadership to the HeroForce Operations team based in the Philippines. This role is responsible for ensuring operational continuity, service quality, and delivery stability across HeroForce Operations. The Operations Lead does not own delivery for specific regions or client portfolios, but instead provides oversight, escalation support, and hands-on operational coverage during periods of attrition, leave, onboarding ramp-up, or resourcing constraints. In parallel to supporting HeroForce Delivery, the Operations Lead will support the Service Delivery Manager with the ongoing evolution of HeroForce’s service design, operations, and management framework. This includes, but is not limited to, establishing and maintaining Operational Level Agreements (OLAs), Service Level Agreements (SLAs), and driving cross-functional operational training. The role works closely with People Operations Team Leads and HeroForce Delivery Leads to maintain service levels, manage operational risk, support team performance, and protect the employee and customer experience. This will include Operational Leadership & Continuity

• Provide day-to-day operational leadership for the HeroForce Operations team in the Philippines.
• Act as the primary operational escalation point for complex cases, delivery risks, and resourcing challenges.
• Ensure continuity of service delivery during periods of attrition, extended leave, onboarding ramp-up, or increased workload.
• Proactively identify operational pressure points and implement mitigation plans to protect SLAs and OLAs.

Team Leadership & Enablement

• Lead, coach, mentor, and support People Operations Team Leads and senior team members within HeroForce Operations.
• Provide clear operational direction and decision support to enable effective day-to-day delivery.
• Support performance management, capability uplift, and development planning across the team.
• Drive continuous process improvement by identifying operational inefficiencies, implementing improved ways of working, and embedding sustainable operational practices.
• Ensure the team is continuously upskilled on product functionality, system enhancements, and process changes to support accurate, efficient, and compliant delivery.
• Act as a stable and trusted leadership presence during periods of change, growth, or operational disruption.

Hands-On Operational Coverage

• Step directly into operational delivery when required to
• Support onboarding, offboarding, and employment changes
• Clear backlogs or unblock high-risk or complex cases
• Provide interim coverage when needed
• Maintain strong working knowledge of HRIS workflows, EOR partner processes, and HeroForce operational controls.

Quality, Risk & Compliance Oversight

• Ensure HeroForce Operations delivery adheres to employment compliance requirements, internal controls, and documentation standards.
• Conduct quality reviews and checks on complex, sensitive, or high-risk cases.
• Partner with HeroForce Delivery Leads and senior leadership to identify, manage, and reduce operational risk.
• Ensure accurate audit trails are maintained for all employment lifecycle activities.

Workforce Planning & Capacity Management

• Support workforce planning and capacity management for the HeroForce Operations team.
• Identify trends in workload, case complexity, and resourcing needs.
• Provide operational insights and recommendations to senior leadership to inform prioritisation and headcount planning.

Stakeholder & Cross-Functional Collaboration

• Act as a key operational partner to the HeroForce Leadership Team, Finance & Payroll, HRIS / Product Support, EH Performance Operations.
• Support senior stakeholders with operational insights, reporting, and decision-making.
• Represent HeroForce Operations in service delivery, planning, and continuous improvement forums.

Continuous Improvement

• Support the identification and implementation of operational improvements across HeroForce Operations.
• Partner with Service Delivery, Product, and HRIS stakeholders to translate system and product enhancements into operational readiness and team capability uplift.
• Contribute to the development and refinement of workflows, controls, OLAs, SLAs, and service delivery standards.
• Ensure process improvements and product changes are embedded through documentation, training, and consistent team adoption.
• Support initiatives that improve efficiency, reduce risk, and enhance employee and customer experience.
• Maintain up-to-date knowledge of HRIS product updates, feature enhancements, and platform functionality, ensuring changes are understood and applied correctly within People Operations processes.

Who you are To thrive at Employment Hero, you’ll need to embody The EH Way - operating with focus, agility, and an obsession with impact. For this role, you’ll also bring

• Extensive experience in HR Operations, Shared Services, or EOR / PEO environments.
• Proven leadership experience managing operational teams in high-volume, fast-paced environments.
• Proven leadership experience managing, upskilling, mentoring, and developing remote teams; experience leading teams based in the Philippines is highly desirable.
• Strong end-to-end understanding of the employee lifecycle, including onboarding, employment changes, payroll coordination, and offboarding.
• Experience providing operational coverage and stabilising delivery during periods of growth, attrition, or resourcing constraints.
• Exposure to global or multi-region employment delivery models is highly desirable.
• Strong operational judgement and decision-making capability.
• Ability to lead with confidence while remaining hands-on when required.
• Compliance and process driven, with strong attention to detail and risk management.
• Customer and employee centric, focused on delivering quality outcomes and service continuity.
• Excellent verbal and written communication skills.
• Ability to prioritise effectively and remain calm under pressure.
• Thrives in a fast-paced, dynamic environment.
• Willing to challenge the status quo, innovate, and look for smarter ways of working.

What we can offer At Employment Hero, we don’t just talk about a better way to work - we live it. Joining Employment Hero means

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies
• You’ll also have access to a wide range of benefits that includes - a very generous parental leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities
• Annual Global Gathering - so far we’ve been to Thailand, Vietnam, Bali, Dubai and are excited to meet in Gold Coast in Australia in September 2026

We’re AI-first, so you may meet some of our AI tools early in the process. They help us cut the noise, surface great talent fast and make sure every candidate gets a fair, consistent experience. We verify candidate identity and location as part of our hiring process. At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here employmenthero.com/legals/applicant-policy/ Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.